What success looks like in this role:
A great role for someone to grow & bring their existing experience in the Quality Assurance function, and work with a newly established Service Delivery Team, as they work with our client.
Consistently monitoring on Service Desk Analyst interactions with End Users as well as the related tickets.
Ensuring that our designated Service Desk Analysts in the team are coached in a timely and effect manner.
Leverage your Coaching abilities to consistently improve Service Desk Analyst performance.
Providing input for Knowledge article updates and recommending process improvements.
Preparing reports and quality indicators, communicating Quality results to our Service Desk Leadership members, and implementing continuous improvement action plans for enhancing End User Experience.
Collaborating with your Knowledge, Training, Quality and Operations to innovate and drive results.
Preparing and driving Quality Assurance Weekly, Monthly business presentations, for various stakeholders.
Actively participate in quality initiatives and
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